This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role.

Position Title:  Customer Journey & Channel Engagement Officer

Job Summary

The Customer Journey & Channel Engagement Officer plays a key role in supporting the Customer Journey Lead and Channel Engagement Lead in shaping exceptional customer experiences across the Bank’s channels. This position focuses on understanding customer behaviors, optimizing journeys, and ensuring seamless engagement strategies that drive satisfaction and profitability. Working closely with cross-functional teams, the officer will help design and implement initiatives that align with the Bank’s customer-centric vision and strategic objectives.

Specific Duties & Responsibilities

• Execute Customer Engagement Strategies: Assist in implementing initiatives that enhance experiences for targeted customer segments and improve overall profitability.
• Analyze Customer Insights: Collaborate with internal teams to understand customer decision-making, behaviors, and preferences; contribute to solutions that deliver a frictionless experience.
• Support Branch Channel Programs: Help oversee the rollout of customer programs and strategies within the branch network, ensuring compliance with Bank standards and regulatory requirements.
• Optimize Customer Journeys: Assist in reviewing and improving back-end processes for high-priority branch journeys, streamlining interactions for efficiency and satisfaction.
• Drive Channel Execution: Contribute to the development of go-to-market communications for branches, ensuring clarity, simplicity, and alignment with customer scenarios.
• Champion CX Improvement Projects: Support initiatives such as process redesign and leverage customer feedback and complaints to inform actionable solutions.
• Perform Other Related Functions: Carry out additional tasks as assigned to support departmental goals.

Qualifications

• Bachelor’s Degree in Business Administration, Communication Arts, Statistics, or related fields
• Strong project management skills in branch banking (highly advantageous)
• Proficiency in MS Office; ability to create impactful presentations
• Strong analytical skills with the ability to make data-driven decisions
• Excellent communication and collaboration skills with technical teams and business stakeholders across varying seniority levels
• Proactive and resourceful in providing support
• Experience as a Branch Operations Officer (BOO) and/or Branch Sales Officer is preferre

Other Details:

Rank: Junior Officer

Unit: Branch Banking Sector / Customer Experience Division / Customer Journey & Channel Engagement Department

Location:  GT Tower, Ayala Avenue, City of Makati